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FREQUENTLY ASKED QUESTIONS

OFFERS & PROMOTIONS
Can I use multiple offer codes on my order?

No, you can only one promo code/coupon code on an order. Offers cannot be combined.

Can I apply a promo code/coupon code on a prior order?

No, offer codes cannot be applied to past orders.

How can I receive a Gift With Purchase?

During eligible gift with purchase offers, simply apply code at checkout to redeem.
If a free gift with purchase was received with an order that needs returned, it must be returned unopened to receive full credit.

ORDERING
How can I place an order?

You can place an order right here on our website! Your personal information is always safe with us online. However, if you are not comfortable making a purchase on our website, you may choose from the following options:

PHONE: 844.724.2340

FAX: 800.724.7697

MAIL ORDER: 15600 W. 99th St., Lenexa, KS 66219
Download and print our MAIL ORDER FORM.

Do I have to have an account to make a purchase?

No, you can shop as a guest without an account. But creating an account with us will allow you to check out faster during future purchases and allow you to view your entire order history.

What if I have questions about my order?

For questions about your order, please contact us.

You can track your order here.

Can I change or cancel my order?

For questions about your order, please contact us.

PAYMENTS & TAXES
Why does the order amount show as "pending" with my financial institution?

Order amounts will show as "pending" until the payment has been cleared through your financial institution. When we process payment electronically, we send the amount to the bank to make sure that the account is valid and the funds are available. Victorian Trading Co. does not actually collect the money until your order ships. Once your order ships, the charge should no longer display as pending."

How is sales tax calculated?

State sales tax will be charged based on the tax requirements in your state.

Why is there a handling fee applied to my order?

As of July 26th 2021, we have added a process & handling fee of $1.95 for every order placed. As you have likely seen in the news, costs for just about everything, including all products and shipping have gone up significantly. Unfortunately, this has been true for our business too. This handling fee has been implemented to help offset those costs in order to continue to deliver the best service and product value possible. It is our hope that this modest fee is temporary and something we can discontinue when things return to a more normal state. This fee will show as an individual line item on your order. Thank you for your understanding and continued patronage.

Q: Why is it an individual fee?
A: We felt it was best to be straightforward with the charge inplace of raising standard shipping rates or raising the price of every single item.

Q: How temporary? If I wait, will the fee no longer be applied?
A: While we hope that is the case, all indications are that this will continue through 2021.

BILLING & CHARGES
What is a "delivery surcharge?"

Because furniture, rugs, and other large items are bulky and heavy, these items have a delivery surcharge. This charge is listed in brown after the item price and is applied in addition to regular delivery and processing charges.

SHIPPING & DELIVERY
How long will it take my item to arrive?

We offer standard shipping and expedited shipping options on most products. To view expected delivery dates, please review our shipping methods here.

Why does it take longer for some items to ship?

Merchandise shipped directly from the manufacturer may require additional delivery time and does not qualify for our gift-wrapping service. Furniture and drop-ship item delivery surcharges do not qualify for promotional shipping offers. Expected delivery times may vary depending on the item. We will provide you with an estimated timeline when you place your order. Most pieces are shipped by a freight company, and the carrier will contact you via phone to set up an appointment Monday through Friday. (Saturday delivery is available in some areas for an additional fee.) Expedited shipping is not available on drop-ship items. We regret that we are unable to ship these items to destinations outside the United States.

When will I receive my backordered item?

Backordered items will display an expected arrival date on the product page and in the Shopping Basket (for example, "Will ship after DD/MM/YY"). You may place an order for an item expected to arrive at a later date. Backorders will be fulfilled in the order in which they are received. If your order contains a combination of in-stock and backordered items, the available items will ship after your order is received while the backordered items will ship separately after they arrive in our warehouse. You will be charged only when your item ships, and shipping and handling will be prorated to the value of the shipment.

Do you ship internationally?

Yes, we do offer shipping to Canada.

Orders shipping to Canada are shipped standard delivery via US Postal Service and may take 2-3 weeks for delivery. Rush service is unavailable for shipments to Canada.

Due to substantial increases in global shipping rates, we have had to add a $19.95 surcharge to all orders shipping to Canada.

Do you ship to military addresses?

We ship to APO/FPO addresses! Please call our customer service team at 844.724.2340 to place an APO/FPO order. Note: APO/FPO orders are not eligible for expedited shipping.

RETURNS & EXCHANGES
What is your return policy?

We want you to be happy with your Victorian Trading Co. purchases. If you are not totally satisfied with your item, you may return it for an exchange, store credit, or a full refund. We regret that shipping and handling fees are non-refundable.

FURNITURE: Returned furniture will be assessed a 10% restocking fee. Any damages must be reported within 24 hrs of receipt. (Custom items are non-returnable.)

CLOTHING & SHOES: Upon return, we require that all tags be intact upon the unworn garment to be eligible for a full cash refund. Should there be any discrepancy in fit, please know that we stand behind our collection.

Should we receive an item or garment with detached tags or in unmarketable condition, we reserve the right of refusal, and your purchase will be reissued to you. Your understanding in what we believe to be a reasonable policy is most appreciated.

PERSONALIZED ITEMS: The type design on personalized items will be left to the graphic artist's discretion, and unless type is errored by VTCo., custom printed items are non-returnable.

INTERNATIONAL RETURNS: While Victorian Trading Co. fully supports manufacturers' warranties, our return guarantee does not include freight charges for international returns. If for any reason you choose to return a product from outside the U.S., international shipping charges must be pre-paid. For international returns, please email or start a chat with our Customer Care center. If Victorian Trading Co. is responsible for an error or damage, we will be happy to work with you by refunding costs or replacing the product.

GIFTS WITH PURCHASE: If the value of your return is more than the value of the GWP, the value of the GWP will be deducted from your return.

If the value of your return is less than the value of the GWP, you’ll be charged the difference.

Do you provide a return label?

Yes, there is a return label provided in every order. The return label is a separate sticker usually placed loose in the box or placed inside the catalog.

How much does it cost to return an item?

If the product is damaged upon arrival, there is no return shipping fee. If you change your mind about your purchase, the label costs approximately $8.95 and will be deducted from your refund.

How do I exchange an item?

Please contact us regarding any exchanges needed on your order.

CATALOG REQUESTS
How can I receive Victorian Trading Co. catalogs?

To receive our current catalog, please fill out the form here.

If you prefer to request a catalog by phone, please contact Customer Service at 844.724.2340.

How long will it take to receive a catalog after I sign up?

It will take about 4-6 weeks to receive your first catalog in the mail. In the meantime, you can check out our current catalog here!

EMAIL
How can I sign up for email updates?

If you'd like to receive emails containing sale information and new product updates, you can subscribe HERE! Bonus: You'll get 10% off your next order just for signing up!

What should I do if I'd like to stop receiving emails?

If you'd like to stop getting emails from us, simply scroll to the bottom of any email we've sent you and click the "Unsubscribe" button. (But we'll be sorry to see you go!)

CONTACT US
If I have questions, how can I contact Victorian Trading Co.?

Email us at customercare@victoriantrading.com, or call us at 844.724.2340 and it will be our pleasure to warmly accommodate you.

FEEDBACK
What do I do if I have issues on your website?

If you are having technical issues while shopping our website, please fill out our short survey to notify us of website issues. We'd love to hear your thoughts and suggestions on how we can improve our website experience.

Can I speak to someone at Victorian Trading Co. about my experience?

Our representatives are available to discuss your experience or to help answer any questions. Email us at customercare@victoriantrading.com or call us at 844.724.2340, and it will be our pleasure to warmly accommodate you.